Full-Time Principal Customer Response Manager

The Principal Customer Response Manager (CRM) owns and manages critical customer account escalations. Acts as the single point of accountability within Support for escalated accounts, ensuring issues are addressed with urgency, structure, and cross-functional alignment. The CRM’s primary objective is to stabilize high-risk customer accounts by driving the resolution of critical issues, coordinating closely with Support, Engineering, Cloud Operations, and Product teams.

• Identifying systemic or recurring issues contributing to account instability.
• Driving and participating in account-level stabilization plans.
• Engaging in post-escalation reviews to strengthen processes and prevent recurrence.
• Ensuring clear and structured internal and external communication.

Escalated Account Ownership:Act as the primary escalation lead for high-impact customer accounts. Drive internal alignment and ensure timely execution of action plans. Stabilization and Resolution Strategy: Develop and execute account-level stabilization plans to address critical issues. Proactively identify systemic issues contributing to escalations.Escalation Governance: Ensure proper prioritization, case hygiene, and timely engagement of technical resources.Technical Engagement and Resolution Acceleration:Leverage strong technical knowledge of ERP architecture and infrastructure to guide resolution strategies and validate progress.Cross-Functional Coordination and Communication:Coordinate across teams to ensure alignment and accountability. Deliver clear, structured, and timely communications on escalation status, risks, and next steps.Feedback Loop and Product Improvement:Partner with teams to share customer feedback, recurring pain points, and systemic issues.Shift Coverage and Flexibility:Participate in shift rotations and on-call coverage to provide uninterrupted global support.Continuous Improvement and Post-Escalation Review:Lead or contribute to post-escalation reviews to identify root causes, process gaps, and product opportunities.

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